Associate Director, Operations

4 days ago

bangalore, India Concentrix Full time
The Role:
The Associate Director, Operations will be responsible to manage the overall operations program scope for a niche business segment (Trust & Safety) for a global client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.
Essential Job Elements:
P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
Operations : Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
Business Growth: Support business growth by collaborating with Sales & marketing across geographies.
Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
Innovation: Lead innovation & value add efforts between Client and Concentrix.
Domain Capability : Strengthen domain capabilities.
Compliance: Ensure compliance with all client regulatory requirements
Profile & Experience
14+ years of operations experience within a BPO in customer service domain with deep industry expertise in Trust & Safety/Content Moderation domain (mandatory).
Successful track record in growing and inspiring large teams , with proven ability to select, attract, motivate, retain, and develop leaders and team members.
Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
Proven ability to drive performance and grow businesses.
Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
Analytical acumen and the ability to streamline complex processes.

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